Unauthorized Draft
Forged Maker/Counterfeit
Forged Endorsment/Altered Items
ID Theft/Deposit Item Return
Miscellaneous
100
What is an Unauthorized Draft?
Draft is remotely created item that is not created by payor bank and does not bear a handwritten signature purporting to be signature of maker.
100
What is a forged maker?
A check was presented to Chase and paid but it was later determined that account holder's or authorized signer's signature was forged.
100
What is an altered item?
An item that has been modified or changed from its original state.
100
According to Chase Answers and in terms of UCC, what is Identity Theft?
A thief assumes an individual’s identity using personal information such as victim’s name, Social Security number, and date of birth to open and use an account.
100
When you book an item in error do you put the dollar amount of that item?
No, the dollar amount is $0.00.
200
What qualifies an item for Rule 8 return?
A true fraud unauthorized draft that is less than 60 days old from posting date. NOTE: Please make sure it does not qualify for 24 Hour Return before sending for Rule 8
200
What is a counterfeit item?
A document or negotiable item was made to appear genuine with intention to defraud.
200
Customer calls and says that they did write check# 100 to the IRS for $1,000.00 but the IRS says they never received it yet customer sees the debit on their account. What kind of claim is this? And what department would handle?
Forged Endorsement & DACC
200
What is a Deposit Item Return (DIR)?
Return item/chargeback is item that was originally deposited to an on-us account but was returned by paying bank. Our customer’s account is debited and item is returned to account owner.
200
Does a Rule 9 return apply to checks or drafts?
Checks Rule 9 is an agreement between participating banks in all states except Arizona, whereby we can return forgeries drawn on Chase back to Bank of First Deposit (BOFD) for “Breach of Warranty”
300
Customer has a draft from a company they do not recognize [ex. Saving Makes Money], they confirm payday loan history but they have no direct business with the merchant that debited them. This is the first time this has happened to the customer. What would you do in this situation?
Overall the claim would be denied for disclosure to third party, letter would be sent with text options indicating that we are returning as a ONE TIME courtesy and process the courtesy 24 or Rule 8 Return.
300
When can you send a check for 24 Hour Return?
When the item is true fraud, the posting date is the business day before, AND it is not a teller cashed item [ex. Transaction Code: 121]. NOTE: It also has to be before 4:30 PM CST the day you are taking the call [if it is a business day].
300
Give an example of a situation where DACC would NOT take a claim because it is altered.
DACC will not take call if maker’s signature was altered or traced. Ask customer if signature was tampered with. If signature altered or traced, initiate forged maker claim.
300
What are the 4 things that need to be returned by the customer before an Identify Theft claim can truly begin?
Signed ID Theft Affidavit Copy of police report Copy of driver’s license Copy of Social Security card
300
What is the full GL number you would use to refund fee via a free form batch?
6502201943
400
Customer has a draft of his account for a credit card payment in the amount of $500.00, customer says that 2 days ago this same company already drafted this payment out and they did it again in error, customer tried to resolve with merchant and they directed customer to bank, can we return this as a courtesy?
Technically we should not return this because it is not fraud, but sometimes there are situations that you can speak to a manager about, IF AND ONLY IF a manager gives you approval would you send for a Rule 8 or 24 Hour Return as a courtesy, this is no guarantee back office will approve it though, so you would advised customer of the 3 to 5 business day timeframe and that we will ATTEMPT to recover.
400
When you feel a check item is fraud and it is under $1K, what 3 steps would you always complete in Financial Outcome?
1. Check “unanalyzed box” 2. Loss Reason changed to “Paid DALC Approved” 3. Fill in Loss $ Hard Amount If applicable you would also fill in Loss $ Soft for any fee(s) associated
400
What is DACC hours of operation? ALSO what do you do if you get a call that needs to go to that department but it is OUTSIDE those hours of operation.
8 A.M. – 9 P.M. ET Monday – Friday 1. Advise that forgery packed must be completed and returned before claim can be initiated 2. Ask how the forgery packet should be sent 3. Inform caller that affidavit must be completed by payee 4. Explain recovery process 5. Advised customer affidavit expiration and claim processing time frame
400
For ID Theft Item Detail what is the Transaction Category, Return Reason, & Channel?
Transaction Category: Electronic Transactions Return Reason: On-Line Funds Transfer Channel: Other
400
Customer calls in with a Transaction Code 148 debit for $900.00, the transaction occurred one week ago, you decide it is fraud, what would you do before taking it to loss?
Use One View to see if there is a recourse account that we could possibly use to complete an offset.
500
Customer calls in November 20, 2014 and says they just now noticed a draft for $19.95 that has been coming out of his account every month since February 20, 2014. Customer has no pay day loan history and maintains no business with this merchant. You do your research and agree that this is true fraud. According to Chase Answers how would you decision these items?
Refund the first 60 days of Unauthorized Drafts (either via return if possible or loss) and Return last 60 days from today’s date. NOTE: The items that don’t qualify for either will be denied for out of timeframe.
500
An in branch withdraw that the customer is saying is fraud is a forged maker because their signature is forged on the withdraw slip. In the below example use Mainframe / Teller Express to find out how customer was verified: Account: 6100482264 Name: Jean M Kenworthy Giavedoni Date Posted: 10/06/2014 Description: ATM Withdrawal Amount: $200.00
Chase ATM/Debit Card with PIN: 5611509012322947 / Expiration Date: 12/15
500
For a forged endorsement item, DACC will coordinate with Chase Loss Control Research team to recover the funds, where does the liability rest for these claims (who would we recover the funds from)?
Negotiating bank (Bank of First Deposit or BofD)
500
You see a transaction code 270 Cash Check Returned and a debit of $1,800.00. After doing quick research you see no prior deposit that matches this amount, in this Deposit Item Return scenario what most likely happened? (This answer is NOT in Chase Answers)
A person went into the branch with a forged maker or counterfeit check with our customer’s account number, presents this check to the teller and ask that it be cashed in full, teller cashes check and the money walks out the door, a few days later the check bounces and we had to debit the our customer’s account, we will not see an prior deposit because nothing was ever deposited.
500
You get a call from a customer asking why their account is frozen, you notice in LAW there is not Item but there are notes, you discover their account is a “suspect” account, when are you able to release the freeze?
Only after the offset has been complete.
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